Help Desk Agent-ITSS

GENERAL FUNCTION: Position involves Level 1 Service Desk Support of all users of the PA Child Support Enforcement System (PASCES) and Home and Community Services Information System (HCSIS)

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Answer incoming customer inquiries via telephone, email and/or web concerning PACSES and HCSIS application issues.
2. Interface extensively with end users, peers, computer technicians and other Information Technology personnel for the resolution or escalation of application related problems.
3. Assist with all aspects of technical support.
4. Play an occasional contributing role on projects of low to moderate degrees of complexity.
5. Maintain accurate records and call logs for management reporting.
6. As needed, instruct end users in the appropriate use of equipment, software, and/or reference materials.
7. Assume additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES: none

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Must have prior experience in providing help desk desk services or related education and/or experience
2. Must have strong customer service skills
3. Must be able to able to communicate effectively, and can understand and is easily understood in both verbal and written communication
4. Must be able to translate technical terms into non-technical terms / explanations easily understood by most office workers
5. Ability to work in a team environment, presenting a professional image and commanding the respect of staff and peers.
6. Requires strong initiative, detail orientation, ability to interpret problems and decisive decision-making skills.

WORKING CONDITIONS:

1. Normal office environment with little exposure to dust, noise, temperature, and the like
2. Extended viewing of computer screens
3. Position requires the ability to work various hours Monday through Sunday

EEO/disability/vets